IT Administrator L2
Beyout Investment Group
Total years of experience :14 years, 4 Months
• Represent the IT department as a customer-focused, results-oriented, and proactive partner to support the efficient & effective use of technology across the business.
• Handles web hosting, website update, domain renewal, creating email, resetting password, DNS update, routing URL, updating MX record, updating NS record and others.
• Website development and support. Language familiar with HTML, HTML5, CSS & CSS3, C# basic, asp.net web forms basic and keep learning other programming languages.
• Handles Level 2 issues by researching issues in knowledgebase and conducting follow-up
• Assist with troubleshooting and resolution of all tickets that are escalated by level 1 as defined by SLA
• Provides solutions for computer software systems and networks. With emphasis on diagnosing and repairing system related issues.
• Providing these services in an effective and efficient manner to insure maximum access to existing IT services and resources.
• Troubleshoot and resolve hardware and software issues by interacting with hardware / software vendors.
• Attending to purchases of minor hardware items.
• Organize training schedules for staff members on existing technology
• Provide individual training and support on request
• Conduct daily checklist for meeting rooms and wireless access point in all subsidiary’s.
• Manage Helpdesk Activities
• Provides client (emphasis on VVIP calls) with IT support via telephone, Lync, email and face-to-face contact both internal & external and Remote Support (Team Viewer and Remote Desktop).
• Support:
- Troubleshooting IT systems when there is an issue reported by users e.g. desktop, laptop, printer, scanner, Projectors and mobile phones remotely or by visiting User’s
- Configuring and troubleshooting Enterprise Resource planning applications
- Create share folder and providing privilege to the folders based on request.
- Maintain supply of IT equipment / Software’s and Stock Maintenance
- Monthly SLA list preparation for finance for monthly charging for all subsidiaries.
- Protecting client’s PC’s from Virus threat by providing virus software solution
- Installing and upgrading software based on request.
- Performs new system configuration including delivery & setup
• AD Tasks:
- User account password assistance
- New user account creation.
- Updating user profiles and other AD objects as required.
• Backup Tasks:
- User account password assistance
- Restoring user’s files based on request
• Helpdesk Task
- Responsible for daily help desk functions, addressing all incoming support requests via email and phone
- Opening service orders for each issue and ensuring accuracy of information
- Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner
- Assists in constantly improving processes and procedures as it relates to client support
- Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
- Route tickets that cannot be resolved at the Tier 1 level to the appropriate Tier 2 IT support staff
- Maintain communications with customers during the problem resolution process
- Keep client informed of status, timing and options for support
Responsible for supporting the company's SME clients at all levels. Ensure that all hardware and software is configured and installed correctly.
• Troubleshooting IT systems when there is an issue reported by users e.g. desktop, laptop, printer, scanner and mobile phones
• Administering the creation, operation, modification, and deletion of username and passwords of employees in the systems and Google APPs Email Server
• Implementing security software and tools to ensure maximum security from outside threats.
• Installing and maintaining software updates periodically
• Liaising & meeting with external suppliers of IT services
• Purchasing of IT Equipment and software in line within agreed budgets
• Management of the daily data backup and retrieval scheme
• Update companies websites using CMS (control management system)
• Account management for website hosting, domains and Google APPs Email Server
➢ From 2/6/2010 till 9/2/2011 Adel shaker Al-Kazemi engineering consulting office.
Working as a Technical Support Engineer (Part time)
o The Work Includes troubleshooting for Workstations, Server, Printers and Network related setups.
o Install, repair, maintain, and upgrade desktop and notebook computers.
o Responsible for loading new software (i.e. updating software or installing new software etc.) and systems on existing equipment.
o Tested Systems to ensure the elimination of bugs or viruses.
➢ 29 October 2010 - 27 January 2011 (3 months): o Working As: IT Support engineer
o Company name: Mobilink.
o Work description: 1. The Work Includes monitoring the gateways of their sms system.
2. Troubleshooting for Workstations, Server, Printers and Network related setups. -Install, repair, maintain, and upgrade desktop and notebook computers.
3. Responsible for loading new software.
4. Configuring outlook for employee of company.
5. And worked in Linux system to restart the gateway server which was on network and clearing daily logs file from the server.
➢ AM AL-KHORAFI COMPANY CO W.L.L EST. (IBM) KUWAIT.
o Duration - 6 months (From 1/04/2009 till 1/10/2009)
o Job Title - Technical support Engineer.
o Description - The Work Includes Troubleshooting for Workstations, Server, Printers, and Network related setups. Installations of various Operating Systems, End-User Support to all over NBK Head Buildings & branches in Kuwait.
CCNA ( Cisco certified network associate)
➢ 2012: Certificate: Attended Training program in JAVA Programming.
➢ 2011: Bachelor's Degree in IT (Information Technology) from Sikkim Maniple University India.
➢ 2008: Intermediate in Computer science (ICS) (H.S.S.C) I had Passed my Higher Secondary School certificate from Pakistan school Kuwait
➢ 2006: Secondary School Certificate (S. S. C) I had Passed my Secondary School Certificate from Pakistan school Kuwait.